CRM Manager

About the job

Key to Iceland is a global marketplace that leverages data and technology to seamlessly connect travelers to hundreds of Icelandic hotels and other properties. We partner with hotels and tourism operators to improve travel bookings and enhance customers' experiences. We present local tourist operators with a fresh, collaborative approach that ensures favorable terms, transparent communication, and strategic partnerships. We offer a platform that connects tourism operators to a global audience of travelers.

At Key to Iceland, our mission goes beyond mere travel; it's about paving the way for a sustainable future in tourism. We are deeply committed to a future that promises memorable experiences and a healthier planet for all, emphasizing the importance of the cause.

We are now looking for a data-driven and customer-focused CRM Manager to lead and optimize our customer relationship strategy.

The job and team

In this role, you will develop and execute targeted customer engagement campaigns and maximize retention marketing activities, ensuring they align with short-term and long-term goals. You will leverage data insights, marketing automation, and personalization to create seamless and rewarding customer journeys across multiple touchpoints. You will work closely with our content and marketing teams.

Responsibilities

• Develop and implement CRM strategies to enhance customer retention and loyalty

• Manage and optimize the CRM system, ensuring accurate data collection, segmentation, and automation.

• Analyze customer data and behavior, using insights to refine segmentation and tailor marketing efforts.

• Create and execute personalized email, SMS, and push notification campaigns to drive customer engagement

• Monitor key CRM performance metrics, such as churn rate and conversion rates

• Collaborate with marketing, content, and customer support to create an integrated customer experience

• Implement A/B testing to optimize campaign effectiveness and improve conversion rates

• Leverage AI and automation to enhance personalization and campaign efficiency

About you

To be successful in this role, we believe that you have:

• Degree in computer science or another relevant field applicable to the role

• Proven experience in CRM management, customer retention, or loyalty marketing

• Knowledge of CRM platforms (e.g., Salesforce, HubSpot, Klaviyo, Braze, or similar)

• Experience with back-end languages such as SQL and Ampscriptur and front-end languages such as HTML and CSS

• Experience with customer service, email marketing, automation, and personalization tools

• Proficiency in data analytics and reporting, with experience using Google Analytics, Power BI, or similar tools

• Strong understanding of customer segmentation, lifecycle marketing, and behavioral targeting

• Excellent communication skills and the ability to work cross-functionally

• Analytical mindset with a results-driven approach

To thrive in this role, you are not afraid to take initiative and act on opportunities and potential to improve. Furthermore, you have a growth mindset, extensive experience in a digital environment, and data-driven decision-making.

It's a plus if you have previous experience working in a travel industry organization, are familiar with travel booking systems, and are knowledgeable about AI-driven CRM tools and marketing automation.

What we offer

Key to Iceland offers a friendly, entrepreneurial, and fast-moving work environment where new ideas and creativity are welcomed. Our culture, characterized by welcoming and helpfulness, is essential to us. We don’t believe in hierarchy and micromanagement; we value taking responsibility and having people grow alongside it. We value each team member and strive to create a supportive and inclusive environment where everyone can thrive.

• If you feel Key to Iceland is where you could thrive, write us an introductory letter in English and Icelandic, apply here, and we will contact you as soon as possible